We are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.
Position: Customer Support Team Leader
Location: Riga Latvia
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- To motivate develop and mentor team members in a dynamically changing environment
- Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards
- Meet shrinkage productivity and attrition targets
- Manage/take accountability for dips in performance with adequate reinforcement plans proactively
- Ensure effective and consistent communication with internal and external contacts
- Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
- Keep a detailed understanding of processes/SOPs run by the team and ability to bring in improvements and efficiencies within operations
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
- Conduct team huddles to discuss process updates feedback and key focus points for the day
- Answer and manage client queries/complaints across LOBs rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Mentor team in process & quality parameters conduct live/remote audits of client interactions
- Perform root cause analysis to identify key defects and create action plans/goals to improve
- Provide direct customer support calls answer live chats and/or social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member
- Create publish and maintain operationsrelated reports in a timely manner
- Discover training needs and support in training to provide necessary coaching on the ground
- Collaborate with different support groups Recruitment Training Quality HR Workforce to improve agent profiling and performance
- Consider any additional ad hoc tasks that may contribute to operational needs better service to the client or improvement to the KPI
- Adhere to company and customer procedures policies confidentiality guidance and data protection legislation
- Record case resolutions in the contact center tool based on client communication via phone email chat etc.
REQUIREMENTS:
- Proficient Polish Dutch Flemish or Norwegian speaking (C1) and fluent in English (B2) language both verbal and written
- At least 1 year of a BPO/call centre experience as a Team Leader
- Willingness to relocate to Riga or already residing there
- EU citizenship or valid work permit for Latvia
- Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
- Excellent people management skills should have experience in previous roles
- Good experience in MS Office Word Excel and PowerPoint
- Strong experience in presentation skills
- Excellent communication and customer service skills
- Excellent analytical and problemsolving capabilities
- Ability to drive initiatives in the team with creativity and a longterm vision
- Experience in initiating and implementing process improvements
OFFER:
- Paid startup training and professional development sessions
- 8 hours shifts within the line operating hours 9 19 from Monday to Friday and 9 18 on Saturday and Sunday
- Relocation support
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Teambuilding activities
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